Orders
Why was my order divided into two or more packages?
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Sorry about this inconvenience, we will do partial shipping for your order in the following conditions:
1). Items are in different warehouses.
2). Different item preparing time.
3). Weight limit of custom or courier.
You will receive an email notification when each parcel is shipped. If you only receive one tracking number but lacking items, please feel free to contact us for further assistance.

Email: service@donnermusic.com.au

Why can't I check out?
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There may be four reasons as below:
1. Out-of-stock items issue: Please pay attention to items' stock count. If items are in low stocks, they may be purchased by other customers, which caused you cannot check out. Please remove these items and check out again.
2. Shipping address issue: Please reconfirm your address and phone number are available or try to edit them again.
3. Poor connection issue: Please refresh the page and try again.
4. Free gift issue: Free gift cannot be check out individually.
For more details, you can contact us for further assistance.

Where can I get my order number and check my order information?
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Generally, we will email you tracking info after the order being shipped out.
If you do not receive the email, or there is no update on page tracking after your order is shipped out, please contact us for more details.
Email: service@donnermusic.com.au

Why was my order canceled?
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1. Payment failure: It will be canceled if your order is in failed payment.
2. Problem order: It will be canceled if we fail to contact you about address issue of your order;
3. Out of stock: It will be canceled if all the items are out of stock, but we will contact you before the cancellation.

Can I change/modify my shipping address/product?
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1. For unshipped orders, you can contact us by email to get it changed.
2. For shipped orders, the shipping address/product CANNOT be changed anymore.

Can I cancel my order?
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Before the order is shipped out from the warehouse, you can contact us for the cancellation.
Please note that once the order has been shipped out from the warehouse, it can't be canceled anymore. Hope we can have your understanding.

How long does it take for my order to ship?
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Normally, it will take 24 hours to prepare the items.
(Sometimes it will be delayed due to the stock issue)
Due to the influence of COVID-19 epidemic now, there is a shortage of global transport resource which may delay your order. Your order may be delayed 4-6 days in processing and several days in transport based on the shipping company, please wait in patience.
After preparing, we will ship out your order. We will email you about tracking number and tracking link when it was shipped out.

How long does it take for my order to deliver?
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Normally, it will take 3-5 business days for the delivery after it is shipped out.

Why didn't I get an email about my order being shipped?
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Normally, you will receive the shipping inform email after order is shipped.

If you did not get it, it might be of the below reasons:

1. You did not leave your email address for the order notification when you register the Donner account or when you make the order.
2. Your email security system blocked the email as ads, then you can find the email on your junk email box.

More details, you could connect with us.

How to check my order status?
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How to check my order status?
Generally, you can receive the shipping inform email after order is shipped.

More details, you could contact us for more help.
Email: service@donnermusic.com.au

Do you restock sold out items?
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If an item is marked as "Sold Out", we suggest you check the site frequently in the next two weeks in case it restocks. You can contact us for more details.